IT Major Incident / Problem Manager

Job Description

IT Major Incident / Problem Manager – Contract (3‑6 months) – Crawley, England – Client: NIIT Technologies.

Responsibilities

• Report to the IT Operations Manager.
• Ensure root‑cause is established for all major incidents and a formal RCA is published within agreed SLAs.
• Review and improve current Major Incident and Problem management processes, implement improvements, document and mentor stakeholders.
• Manage all major incidents during office hours and on a rota for out‑of‑hours; collate and produce MIRs to the business within a given timescale.
• Incorporate problem management from major incidents, produce RCA reports and proactively analyze incident trends to eliminate recurring incidents and minimize impact of unavoidable incidents.

Principal Accountabilities

• Maintain major incident and problem management discipline, ensuring coordinated processes across all services, suppliers, and customers.
• Coordinate rapid response to major incidents and problems, ensuring appropriate action is taken to investigate and resolve with minimal downtime.
• Provide specific technical skills required to deliver an effective incident and problem management function, including gap analysis and roadmap for improvement.
• Analyze incident and problem reports and statistics to propose resolutions to reduce incidents, proactively identifying and preventing possible incidents.

Requirements

• Excellent communication and organizational skills.
• Proven track record in Incident and Problem Management.
• Self‑motivated achiever who provides excellent customer service.
• CRB Security Check required.

Qualifications and Experience

• Proficient knowledge of IT infrastructure (hardware, databases, operating systems, local area networks).
• Broad knowledge and understanding of IT concepts and architectures, with proven experience managing incidents and problems.
• General awareness of business‑critical incidents and their implications for the business.
• Relevant ITIL intermediate qualifications; ITIL Expert desirable.
• Experience in the complexity of an airport environment is highly desirable.

EEO Statement

All your information will be kept confidential according to EEO guidelines.

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